Client Service Representative II

Customer-facing role requiring compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures.

About the role

Oversee site operations, assign tasks, and manage team responsibilities to ensure smooth workflow and adherence to account SLA requirements. Serve as a key point of contact for clients, addressing concerns and participating in meetings. Contribute to the creation and maintenance of the Site Procedure Guide. Responsibilities may include:

• Copy/Print Production/Copy Center
• Copier Maintenance
• Mail/Courier Services
• Reception/Office Services
• Shipping/Receiving
• Inventory Services
• Warehouse
• File Room/Records File Services

Site responsibility and location may change based on client or division needs.

Responsibilities

• Promptly inform supervisor of potential problems or customer concerns.
• Review and respond to management and client requests via email, phone, text, or in person.
• Oversee workflow and job balance to ensure tasks are completed within SLA requirements.
• Communicate and train the team on workflow or procedure changes.
• Manage daily and monthly records of service activity.
• Serve as the main point of contact for the client regarding daily activity and participate in client meetings.
• Attend cross-functional trainings to provide coverage when short-staffed.

Copy/Print Production/Copy Center

• Promptly and accurately reproduce print requests.
• Review electronic files for print readiness, print documents, punch, bind, assemble, sort, laminate, and perform pre-delivery quality control checks.
• Receive, log, deliver, and track all activity for reporting.
• Respond to customer requests and perform routine upkeep and basic maintenance of equipment.
• Record and track customer inquiries and fulfillment of requests.
• Perform daily convenience care functions as needed.

Device Maintenance

• Maintain customer satisfaction through performance and upkeep of reprographic equipment.
• Follow daily maintenance processes and procedures.
• Perform routine upkeep, including cleaning glass and surfaces, clearing paper jams, replenishing toner, and loading paper.
• Evaluate equipment issues and notify the service department if unresolved.
• Deliver paper and assist end-users with basic equipment functionality.
• Record meter reads and maintain service activity reports.
• Monitor supplies and restock inventory.

Inventory Services

• Process and monitor all inventory movement within assigned responsibilities and locations.
• Analyze ongoing inventory activity to identify slow-moving or obsolete inventory and low stock levels.
• Monitor and communicate inventory status.
• Initiate, conduct, and report on physical inventories.

Requirements

• High School Diploma, GED, or equivalent experience required.
• 1 to 2 years of related experience.
• Prior experience in a customer service environment.
• Good computer and technical skills.
• Ability to multitask, prioritize, and meet deadlines.
• Strong customer service and communication skills.
• Ability to work with minimal supervision and overtime as needed.
• Required to obtain security and/or other clearances to enter customer premises.
• May require driving between client locations; valid driver’s license and acceptable driving record necessary.
• Ability to lift up to 50 lbs.
• Ability to spend extended periods standing, bending, walking, reaching, and pulling.

Pay

$17.20 - $23.37 hourly

Benefits

• Competitive compensation and benefits, including medical, dental, vision, and 401(k) Savings Plan.
• Discretionary profit sharing and success sharing.
• Educational assistance and recognition programs.
• Vacation and paid time off.
• Employee referral bonus.
• Employee discounts.
• “Dress for Your Day” attire program (casual attire based on job function).
• Volunteer opportunities to give back to the local community.
• Canon welcome kit and official merchandise.

Schedule

Full-Time On Site – This position requires full-time presence at your assigned office(s)/worksite(s)/territory on scheduled work days.